Aeromexico

Not Verified | This airline is totally unreliable. First of all, trying to book a flight on the website is usually impossible, and when you try purchasing your flight over the phone, somehow, the flight prices are higher, even if online there's a cheaper price for the exact same flight. Today I wasn't allowed to check in and board my flight because I arrived an hour before the flight departure. I understand it's a policy to arrive two hours earlier, but I have never been left out an hour before the flight. As soon as I arrived to the desk the woman kept saying no without looking at me, no to everything I asked, even if her answer didn't make sense. I asked her to please give me a phone number and she didn't know anything. After I found one online and called, the person on the phone didn't know anything and said he couldn't help me, he could only purchase another flight for me. The staff are ignorant to anything there is to know about their job. I have never been truly helped by them.

✅ Trip Verified | My past experiences of Aeromexico economy class have generally been very good but clearly they have cut corners to on long haul services to a degree which is unacceptable. The flight AM 004 from Paris Charles de Gaulle to Mexico City on the night of 31 October 2020 was fine in every respect but one: after five hours in transit at Charles de Gaulle the day after France went into lockdown meant one could not buy a drink, cup of coffee or food of any kind as everything was closed. When supper on board finally arrived after our 11 pm take off for a flying time of 11 hours and 55 minutes, it consisted of a small dish of ravioli, a tiny roll, a mini Kit Kat bar, a sliver of cheddar cheese and a small pudding. There were no vegetables or salads and there was no choice (usually there are two for the main course). More than 10 hours later breakfast came in quite a large box but consisted of a mini croissant butter and jam and a another mini Kit Kat bar. There were some alcoholic drinks on offer - wine, vodka, rum and tequila but no gin or mixers. There was a very poor and very limited choice of new films on their entertainment programme. Aeromexico staff are always respectful and pleasant but I could not hear any of the announcements from the cockpit or indeed any that were not pre-recorded because the volume was so low.

Not Verified | COVID policy is a pure lie. I asked for a change on family tickets because my daughter is sick. They have me waiting 1h45 and ask me to pay a price higher than the initial price when it is very clear that planes are empty. I asked to talk to a manager, she made me wait 15 minutes more, then terminated the call. Total lack of respect, avoid at any costs.

✅ Trip Verified | When reading the bad reviews I almost decided not to book with them. But so glad I did. My experience was perfect. Staff was friendly and took all the needed measures to hygiene & safety by wearing masks and cleaning toilets multiple times during the flight. Every meal had a little bag of alcogel and all middle seats were kept empty. I had a stop-over in Mexico-City, without having to pick up luggage. It all arrived perfectly in my final destination! The inflight entertainment and the food are somewhat limited, but still good enough. I have no complaints and would even rate this flight better than several other American Airlines I've flown with. Especially as the ticket had the price of a low-budget airline.

✅ Trip Verified | Couldn't regret more to have booked in this airline. First, you can't do anything online, you have to call and it will take forever for someone to answer your call. Second, they want to charge me to change a flight, when I can't even fly cause it's not allowed due to Covid and when I mention that, they want to tell me there's no restrictions (they basically don't have the information), but luckly I had searched before and after a long call they would notice I couldn't fly, but still don't help. Should mention that they almost have no flexibility for changes (they don't care for Covid). Followed by terrible communication, not helpful or nice at all and can't even understand English well. After all, when I have a new day for my trip I will have to call again and spend God knows how much time (this one was about one hour). Honestly, if you have any chances of not flying, do not go for Aeromexico!

✅ Trip Verified | They canceled my flight from Cancun to Huatulco and therefore I had to buy two more tickets and a hotel night when I contacted them they told me that they canceled the flights due to Covid but that no refund would be given to me. Me cancelaron el vuelo de Cancún a Huatulco y por ende tuve que comprar dos boletos más y una noche de hotel cuando me comuniqué con ellos me dijeron que cancelaron los vuelos por Covid pero que no se me daría ningún rembolso

✅ Trip Verified | Our nightmare began April 17, 2020 when I attempted to purchase online flights to cancun MX. I completed the purchase of 2 tickets when a pop up box informed me the transaction had failed to try again. So, I did. The second time the transaction went through and I that moment I checked my email for a confirmation and found that I had in fact purchased 4 tickets in the same flight to Cancun. I immediately called the customer service line and spoke with Adrianna who assured me that they would refund the duplicate tickets. She issued 2 refundable tickets and said it would be 4 to 8 weeks before we would see the refund on our credit card. In the meantime, in walks COVID and our 2 other tickets are cancelled so I call and I am assured we have the option to fly for up to one year after our flight was cancelled. All good right? Not at all! No refund ever happened on the duplicate tickets and here we are in August. Our other tickets appear to be issued for June 2020 flights and no flights existed at that time that we were aware of. Our trip was medical in nature and needed priority but, no such luck. We ended flying on American thinking we’d book before our year was up to use the tickets. I don’t know what was done but there were no flights I could find on AeroMexico in June. We are desperately trying to get a refund on one set of tickets and flights that were promised on the other two. I’m afraid we’ve lost our money and what recourse do we have?

✅ Trip Verified | AeroMexico canceled my connecting flight from Mexico City to Cancun. I had to book another flight. And got no help from their costumer service. They answered only a few days after my flight was scheduled for departure. And they could do nothing for me which I find completely ridiculous. Not even a flight change proposition. I demand a voucher or a refund. This is not fair.

✅ Trip Verified | Horrible experience. Flights kept getting changed right before the trip. The worst part was when my return flight was changed and it overlapped with my connecting flight home. How does this even happen? How can I be on two planes at the same time? Thankfully I caught this error before going to the airport, but Aeromexico should have reached out to get this sorted. On top of this, the fight was rescheduled for the next day, causing me to have to take an additional day off from work at the last minute. Boarding of the plane was unorganized and frustrating. Despite me paying extra to sit in premium economy, I was forced to board the plane last! This didn't make sense to me and caused me to have to check in my carry on at the gate because there wasn't enough storage space in the cabin by the time I got on the plane. This was my second time flying with Aeromexico. The first time my luggage was lost at one of my connecting flights and I was without my items for one week. I decided to give them a second chance this time, but this is the last time I fly with this airline. International travel is stressful enough and I shouldn't have to deal with incompetence and disorganization on top of that.

✅ Trip Verified | I did not even get the chance to fly due to COVID-19. I completely understand the situation; what angers me is the company's complete disregard for its clients, their lack of ethics, and their greediness. It is almost as if they were using the current horrible emergency to scam passengers. I was bound to fly on the 4th of July; the flight got cancelled, but they only option they gave me was an open ticket to any route and any destination. They claim that they are waiving change fees, but that I will still have to pay the fare difference. The catch is that I was initially flying MEX-CDG-TLV and CDG-MEX; if now I want to change to say round MEX-IAH, I still have to pay a difference between 100-300 USD! If you quote a round MEX-IAH on this same company on the same date, you can get it for around the same price as the difference. Do note this: I wanted to fly on july 4th to attend a particular event and I decided to spend some of my money on that. The airline is unable to provide with the service I required, so I want my money back. Instead they tell me that they cannot give me my money back, in fact, they are penalizing me because they were unable to provide the service. Avoid this horrible company at all costs. When things go well, they are just another average airline, but when things go wrong, they show their true colors. Unfortunately, this is not the first time I have such an experience with this airline. I give them 1/10 just because I cannot give them a negative score, but in my head they have around -3.5.